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Frequently Asked Questions

Do you have a question about returns?

How do I return a product?

Returning an item to HWG is easy. Please login to the order service page on the web site and follow the steps at the right hand side of the page.

I want to exchange my product. Is this possible?

Exchanging an item is easy. Please login to the order service page on the web site and follow the steps at the right hand side of the page.

Refund or exchange, what do I send back?

If you don’t like the product you have purchased and you would like to return it for a refund or an exchange you need to return the complete product you have received, including the box, labels and all paperwork (if reasonably possible). If you received a free extra product with your purchase, also return this product. Please include the completed returns form in your shipment or a note stating whether you would like a refund or to exchange the product (and for which product). More information and the terms and conditions for returns and exchanges can be found here.

When will my return be processed?

By Dutch law we are required to process a refund within 14 days of the customer returning the product, but we process most refunds within 5 working days. Please note that due to seasonal circumstances – like the Christmas period – the processing time can sometimes last up to 7 working days.

When do I receive my refund?

By Dutch law we are required to process a refund within 14 days of the customer returning the product, but we process most refunds within 5 working days. After we have sent the payment order to our bank/payment service provider, the processing time is up to 72 hours before the refund is in your account. You can find more information on returns & refunds here. Please note that due to seasonal circumstances – like the Christmas period – the processing time can sometimes last up to 7 working days.

Do you have a question about shipping?

My order hasn’t arrived in time and I live in Europe. When will I receive it?

Our postal partners do their best to deliver your parcel on time. If delivery takes longer than indicated on our website, please go to trackyourparcel.eu to see the whereabouts of your parcel.

My order hasn’t arrived in time and I live outside Europe. When will I receive it?

Outside of Europe, parcels often have to clear local customs to enter the postal network. This can cause a delay of up to 3 weeks. During the period your parcel is at the customs department, there are no tracking updates available. Unfortunately we cannot control or speed up this process.

Can I track my parcel within Europe?

Yes, you can. Please go to trackyourparcel.eu and log in with your parcel number(ABCxxxxxxx or HWGxxxxxx) and zipcode/postal code. The site will then show you which courier has been used and the tracking status of your parcel.

Can I track my parcel outside Europe?

If you have chosen the Standard Parcel option, your order has been shipped with the Dutch Postal Services. From the moment your order leaves our warehouse, the parcel has a Dutch Postal Services tracking number. Upon arrival in the country of delivery, a new tracking number of the local postal network is given to the parcel. A lot of times, these tracking number are not linked, and with this the tracking gets lost. This does not mean your parcel will not get delivered, it just means that tracking is limited.

Do you ship to my country?

In the shopping cart you can see if shipping to your country is available. We do not ship to all countries in the world. There are two main reasons for this:

We have experienced frequent and multiple cases of mail fraud in this particular country.

Why do I have to pay import tax? (outside the EU)

Holland Watch Group resides in The Netherlands. If you live outside of the European Union, we do not charge local taxes such as VAT to your order, but your local customs office has the right to charge import duty, VAT and administration costs. Not every country charges their citizens and the threshhold for charging differs per country. More information regarding import taxes can be found here.